In this quick article, we are going to go over why a franchise admin would want to log in as and impersonate one of their users, and how to do this in the LMS. What if a learner reached out to you and stated that they were having trouble logging into the system or viewing the courses you've assigned them, or they're having content playback issues, and you are unable to replicate the issue in your account?
From the learner's profile in the system, you can click the Login button to impersonate or login as a selected user. This allows you to troubleshoot directly in their instance of LMS to see if you can help assist them better with their issues.
STEP 1: From the Admin tab in your instance of the application, select the Admin menu option.
STEP 2: From the list of tools displayed, select the User Summary hyperlink.
STEP 3: Enter in the username (i.e., the user's email address) of the user that we want to help.
STEP 4: Click the name hyperlink of the user.
STEP 5: On the User Profile tab for the user, click the Login button beneath the profile photo of the user. A new instance of the LMS is opened for that specific user. From here, you can impersonate the user and recreate the issue that the user is experiencing.
Caution: Depending on your permissions, this feature may allow you to make changes to the records while you are impersonating the user.
STEP 6: Once you are finished impersonating the user, to close out of the record, close the window or select the Logout option from the user profile menu in the upper-right corner of the LMS.
NOTE: If the Login button is not visible, then you may share the same permissions as the user you are attempting to impersonate. You are not allowed to impersonate learners in the same security role as you.
Need additional information on how to impersonate a user in your org? Click here to watch the video in the LMS.
Alternatively you can access the User Summary in the Quick Links Menu.